Product Support Specialist - AP:J, EMEA & North America

Cornerstone Research; Pune District; On-site; INR 450,000 - 650,000; Full time

Job summary

Cornerstone Research is seeking a Product Support Specialist (L1) for APJ, EMEA and US shifts to join our Pune office. You will provide day-to-day functional and technical software support through CRM, phone and email, resolving complex issues and ensuring CSAT in a 24x7 environment.

You will gain product certification, collaborate with global teams, and educate clients on Cornerstone OnDemand. The role requires a customer-centric mindset and strong problem-solving skills in SaaS contexts.

Qualifications

• Bachelor’s degree in computer science or equivalent with 1–3 years of customer facing application support experience (preferably SaaS).
• Hands‑on experience debugging issues with access management / SSO.
• Basic awareness about SaaS, cloud computing, FTP, HTML.

Responsibilities

• Provide day to day functional and technical software application support in a 24x7 environment to clients including functionality testing and troubleshooting.
• Ensure proper, timely follow-up on cases to meet SLA and CSAT.
• Communicate effectively via CRM (Salesforce), phone, and email to prevent backlog.
• Prioritize high-impact cases and deliver time-bound resolutions in line with customer expectations.
• Engage next-level support with proper triage and documentation when needed.

Skills

Customer support

SaaS knowledge

Cloud basics

SSO / access management

HTML basics

CRM (Salesforce)

Communication

Education

Bachelor’s degree in computer science or equivalent

Tools

Salesforce

CRM tools

Job description

We're looking for a

Product Support Specialist - AP:J, EMEA & North America

This role is Office Based,Pune Office

Product Support Specialist (L1) | APJ, EMEA & US Shifts | Pune

The Product Support Specialist is part of the GlobalCustomer Support Team, responsible for providing Level 1 support to clients onthe Cornerstone OnDemand products. Product Support Engineer works via telephoneand electronic communication (CRM) with clients to acknowledge, analyse, andresolve complex application software related questions and troubleshoot issuesencountered in applications. This position requires a hands-on individual, whocan passionately and patiently educate our clients on, how our product isdesigned to work, and excels in problem solving skills, has eagerness to learnand brings customer centric mindset.

In this role you will…

• Provide day to day functional and technical software application support in a 24x7 environment to our clients including functionality testing and troubleshooting as needed.
• Ensure proper, timely, and ongoing follow-up on assigned cases to ensure service level agreements (SLA) are met and client satisfaction is high (CSAT).
• Time-bound and superior customer communication over CRM (salesforce), phone and email to prevent case staleness/ageing and preventing backlog.
• Follow work on hand prioritization while dealing with cases carrying high customer impact and deliver time bound resolution in line with customer expectations.
• Where necessary, time bound engagement of next level support with proper triage and case documentation.
• Attain and maintain product certification on Cornerstone products in adherence with Cornerstone’s Product Certification Program achieving deep understanding and expertise over Cornerstone applications.
• Active engagement with Knowledge base and forums utilizing help channels/resources.
• Consistently deliver aligning with set goals and beyond
• Collaborate with team members from all around the world.
• Consideration of privacy and security obligation

You've got what it takes if you have…

• Bachelor’s degree in computer science or equivalent with 1-3 years of customer facing application support experience (Preferably SaaS environment)
• Hands‑on experience working on and debugging issues with access management, Single‑Sign‑On, etc.
• Basic awareness about SaaS, cloud computing, FTP, SSO, SMTP, HTML, etc.
• Highly organized with understanding of processes, SLA's and tools used in product support ecosystem.
• Superior written and verbal communication skills.
• Customer centric mindset, with passion for helping customers and providing excellent customer service.
• Positive Attitude with ability to thinking out of the box.
• Patient, Organized, Composed and Good Listener, thoughtfully responding to any situation.
• Strong analytical and problem‑solving skills.
• Strong team player promoting and influencing positive team spirit towards inclusive success.

The role requires working in 24x7 environment ( Across APJ, EMEA & North American Shifts)

#LI-Onsite

Our Culture:

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.

Who We Are:

At Cornerstone, we believe in AI that works in the service of people, amplifying their judgment to drive high‑performing, future‑ready organizations forward. Cornerstone Workforce AI™, the intelligence platform for workforce readiness, brings together workforce and labor market data into a proprietary Cornerstone People Graph™, translating signals into intelligence, targeting learning where it matters, developing critical skills, and surfacing hidden talent. Delivered as an open, enterprise platform across whatever application your people work in every day, Cornerstone Workforce AI is built for scale, security, and trust, with certified AI guardrails. As an industry leader, Cornerstone is helping approximately 7,000 organizations, 140M+ users, across 186 countries build continuous workforce readiness.

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